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I won on the bet and when I went to withdraw I couldn't, I contacted me through the chat, they explained to me that I should fill in the data in KYC, but when I go to UP load the documents, it doesn't work, the button where they indicate to click to access the print folder they don't work, so I contacted 3m again via chat and they told me that I should send it to the support email, after 4 submissions I went to consult again with the chat and they told me that there was not even an email from me received, the support does not respond, the places indicated within the site for sending documents do not work, the telephone number for contact does not work, the chat attendants do not speak Portuguese how can a company operate in Brazil without anyone speaking Portuguese, in other words. .. They can't let you withdraw the money without sending the requested documents, but the accesses for sending the documents don't work, therefore your money stays there, I'm very dissatisfied.

I'm looking for a digital fraud lawyer to guide me, because this is unfair.

I agree with the verification of documents to prevent fraud, but when the site does not work it is precisely the part of sending the documents.... And you have to think about whether it is really a failure or intentional. But in the end, impotence is frustrating.

Ganhei na aposta e quando fui sacar não conseguir, entrei em contato pelo chat me explicaram que deveria preencher os dados no KYC, mas quando vou fazer UP load dos documentos, ele não funciona, o botão onde indicam para clikar para acessar a pasta dos print não funcionam, então entrei 3m contato novamente pelo chat e me disseram que então deveria enviar para o e-mail do suporte, apor 4 envios fui consultar novamente com o chat e me disseram que não tinha nem um e-mail da minha parte recebido, o suporte não responde, os locais indicados dentro do site para o envio dos documentos não funcionam, o telefone para contato não funcionam, os atendentes pelo chat não falam português como pode uma empresa operar no Brasil sem ninguém que fale o português, ou seja... Eles não podem deixar sacar o dinheiro sem o envio dos documentos solicitados, mas os acessos para o envio dos documentos não funcionam consequentemente seu dinheiro fica lá, estou muito insatisfeito.

Estou procurando um advogado de fraudes digitais para me orientar, porque é injusto tudo isso.

Estou de acordo das verificações dos documentos até para evitar fraudes, mas quando o site não funciona e justamente a parte de envio dos documentos.... E de se pensar se é realmente uma falha ou proposital. Mas em fim, a impotência é frustrante.

Dear rodrigokaren2013,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you tried uploading the documents from a different device or using an alternative Internet browser?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi!

I will try another platform to see if I can insert the documents.

Thanks

Olá!

Vou tentar outra plataforma para ver se consigo inserir os documentos.

Obrigado

Please keep me informed. I will be waiting for your reply patiently.

Hello rodrigokaren2013

I am pleased to inform that your account was successfully verified.

Date Received: 10.10.2021 00:23:02 (UTC)

Date Processed: 11.10.2021 09:41:35 (UTC)

The withdrawal was also completed.

Please kindly let us know if the issue persists.

Best regards

Great news 🙂 Thank you very much, Vulkan Vegas Casino team, for your help.

Dear rodrigokaren2013,

Could you please confirm when you receive your winnings?

Dear rodrigokaren2013,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.